Customer Service Representative-Couplings

Smiths Group; Pasadena (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

John Crane, a business of Smiths Group, seeks a Couplings Customer Service Representative to manage complex customer inquiries, quotations, and order fulfillment in an industrial environment.

In this role you will be the primary liaison between customers and internal teams, providing technical support, expediting orders, and analyzing delivery performance to ensure exceptional service and customer satisfaction.

Qualifications

• Minimum 3 years of customer service experience in a manufacturing, industrial, engineering, or technical environment.
• Strong ERP system knowledge and Microsoft Office proficiency.
• Ability to interpret technical documentation and product specifications.
• Excellent communication, relationship-building, and problem-solving abilities.
• Ability to manage multiple priorities and work across cross-functional teams.

Responsibilities

• Serve as the primary contact for customer inquiries related to products, orders, pricing, delivery status, and technical applications.
• Prepare and manage complex quotations, proposals, blanket orders, and pricing requests.
• Provide technical product recommendations and application support using engineering resources and product selection tools.
• Process, monitor, and expedite customer orders to ensure timely and accurate delivery.
• Analyze open orders, backlog, and delivery performance to proactively resolve potential issues.
• Coordinate with Sales, Operations, Planning, Engineering, Supply Chain, and Quality teams to address customer needs and escalations.
• Manage customer complaints, RMAs, and corrective action requests to drive effective resolution.
• Prepare and communicate customer performance, delivery, and satisfaction reports as required.
• Maintain accurate customer, pricing, and order information within ERP systems.
• Support continuous improvement initiatives and special projects focused on enhancing customer experience and operational performance.
• Overtime may be requiredoccasionally.

Skills

Communication

Analytical skills

Organizational skills

Multi-tasking

Conflict resolution

Team collaboration

Education

High school diploma or equivalent

Associate degree preferred

Tools

ERP systems

Microsoft Office

Job description

• Full-time
• Grade: 07
• Employee Group: Permanent
• Global Region: North America

Company Description

John Crane, a business of Smiths Group, is a global leader in mission-critical flow control solutions for energy and process industries that enable efficient and sustainable operations. Our products include mechanical seals and systems, couplings, bearings, filtration systems, and predictive digital monitoring technologies.

We have a global network of more than 200 sites in over 50 countries and employ more than 6,000 people worldwide. We partner with our customers to help them keep their operations safe, reduce downtime, improve efficiency, and meet the latest environmental standards.

John Crane is part of Smiths Group. For over 170 years, Smiths has been pioneering progress by engineering for a better future. We serve millions of people every year, helping to create a safer, more efficient, productive, and better-connected world across four global markets: energy, security & defence, space & aerospace, and general industrial. Listed on the London Stock Exchange, Smiths employs approximately 16,000 colleagues in over 50 countries

Job Description

The Couplings Customer Service Representative is a customer-facing professional responsible for managing complex customer inquiries, quotations, order fulfillment, delivery performance, and technical support activities in an industrial environment. This role serves as a key liaison between customers and internal teams to ensure exceptional service, operational efficiency, and customer satisfaction.

Responsibilities include but not limited to the following:

• Serve as the primary contact for customer inquiries related to products, orders, pricing, delivery status, and technical applications.
• Prepare and manage complex quotations, proposals, blanket orders, and pricing requests.
• Provide technical product recommendations and application support using engineering resources and product selection tools.
• Process, monitor, and expedite customer orders to ensure timely and accurate delivery.
• Analyze open orders, backlog, and delivery performance to proactively resolve potential issues.
• Coordinate with Sales, Operations, Planning, Engineering, Supply Chain, and Quality teams to address customer needs and escalations.
• Manage customer complaints, RMA's, and corrective action requests to drive effective resolution.
• Prepare and communicate customer performance, delivery, and satisfaction reports as required.
• Maintain accurate customer, pricing, and order information within ERP systems.
• Support continuous improvement initiatives and special projects focused on enhancing customer experience and operational performance.
• Overtime may be requiredoccasionally.

Qualifications

• High school diploma or equivalent required. Associate degree or equivalent experience preferred.
• Minimum 3 years of customer service experience in a manufacturing, industrial, engineering, or technical environment.
• Strong ERP system knowledge and proficiency with Microsoft Office applications.
• Ability to interpret technical documentation, blueprints, and product specifications.
• Strong communication, relationship-building, and conflict-resolution skills.
• Excellent analytical, organizational, and problem-solving abilities. Strong math skills are a plus.
• Ability to manage multiple priorities and work effectively across cross-functional teams.
• Demonstrated leadership, mentoring, and collaboration capabilities.
• Experience working in a diverse environment with a global company is a plus.

Job grade and compensation will be determined based on qualifications and relevant experience.

Additional Information

All your information will be kept confidential according to EEO guidelines.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.